About
I turn production chaos into structured, automated, measurable operations. I own incident management end-to-end — reducing escalations, cutting MTTR, and building automation-first workflows using Freshservice, n8n, and Power Automate. My focus isn't just keeping systems running — it's designing them so they run better without constant human intervention. Over the years, I've shifted from responding to chaos to designing it out. That means: Reducing L3 escalations through structured ownership models Identifying recurring failure patterns and eliminating root causes — not just closing tickets Building workflows that replace manual effort with reliable automation Integrating tools like Freshservice + Microsoft Teams to make incident response faster and fully traceable Results so far: SLA compliance from 80% to 99%, 35% zero-touch ticket resolution, 7 Lean processes delivered across 4 teams. I don't just manage tickets — I build the frameworks that make tickets manageable. Right now, I'm focused on maturing production operations into a measurable, scalable function — where accountability is clear, automation does the heavy lifting, and the team isn't firefighting the same issue twice. I'm currently exploring IT leadership roles where I can bring this thinking to a larger scale. Open to connecting with teams building serious IT operations
Work experience
Production support Team lead at EagleView India, Jan 2023 - Present · 3 yrs 5 mos, Bengaluru, Karnataka, India
Information Technology Team Lead at EagleView India, Aug 2021 - Present · 4 yrs 10 mos, Bengaluru, Karnataka, India
Senior Help Desk Analyst at EagleView India, Apr 2021 - Aug 2021 · 5 mos, Bengaluru, KA, India
Project Engineer at Wipro Digital Operations and Platforms, Dec 2018 - Sep 2019 · 10 mos, Bengaluru, Karnataka, India
Service Desk Analyst at VMware, Jul 2017 - Dec 2018 · 1 yr 6 mos
Information Technology Help Desk Technician at CGI, Oct 2015 - Oct 2016 · 1 yr 1 mo, Bengaluru, Karnataka, India
Customer Support Specialist at Flipkart, Jun 2014 - Jul 2015 · 1 yr 2 mos, Bengaluru, Karnataka, India
